Novo Bed Frame & MEM23 Mattress - Queen

If a claim is accepted, TSB Living will provide an appropriate remedy in accordance with the terms of this written warranty.

This is a structural and manufacturing-defect warranty. It is not a comfort guarantee or a guarantee against normal changes caused by use.

Important: These warranty periods and the 40 mm indentation threshold apply only to this written warranty. They do not limit any rights or remedies available under the Consumer Guarantees Act.

Which mattresses are eligible?

The 10-year written warranty generally applies to all new TSB Living mattress ranges except the Bonnell Spring Mattress range.

To qualify, the mattress must:

• Have been purchased from TSB Living on or after 1 January 2026;
• Be used for normal household purposes; and
• Be owned by the original purchaser.

This written warranty is non-transferable. However, this does not affect any rights that another person, including someone who receives the mattress as a gift, may have under the Consumer Guarantees Act.

For clearance, ex-display, seconds, or mattresses sold with an imperfection, eligibility for the 10-year warranty is determined by the warranty information displayed on the relevant product page at the time of purchase.

A product that is not eligible for this 10-year written warranty may still be protected by the Consumer Guarantees Act. A specific fault disclosed before purchase is not covered, but this does not automatically exclude an unrelated fault.

Mattresses purchased before 1 January 2026 are not covered by this 10-year written warranty. They remain covered by the 12-month written warranty applied at the time of purchase, together with any applicable rights under the Consumer Guarantees Act.

The warranty period begins on the original delivery or collection date. A repair or replacement does not restart the written warranty period.

What is not covered?

• Normal wear: body impressions or indentations of 40 mm or less, foam softening, comfort-layer compression, pilling, fading, stretching and minor dimensional variations.
• Personal preferences: changes in comfort, firmness or temperature preference.
• Damage or contamination: stains, spills, body fluids, odours, burns, cuts, tears, dampness, mould, mildew, corrosion or pests.
• Incorrect use or care: misuse, overloading, unsuitable bed bases, incorrect handling or storage, or failure to follow the applicable care instructions.
• Unauthorised changes: repairs, alterations or modifications not approved by TSB Living.
• Other exclusions: disclosed faults, second-hand or unauthorised-reseller purchases, and commercial, hotel, rental or other high-frequency use unless expressly approved.

TSB Living may decline a claim under this written warranty because of incorrect support, handling, storage, cleaning or care only where that issue caused or materially contributed to the reported problem.

These exclusions define the scope of this written warranty and do not exclude or reduce any rights under the Consumer Guarantees Act.

Care for your mattress

A support or care issue will affect a warranty claim only where it caused or significantly contributed to the reported problem.

How is an indentation measured?

To assess a possible indentation:

1. Remove all bedding, protectors and toppers.
2. Place the mattress on a suitable, flat and supportive base.
3. Leave the mattress completely unloaded for at least 24 hours.
4. Place a straight edge across the affected area.
5. Measure vertically from the straight edge to the deepest point of the indentation.

For a claim under this written warranty, the indentation must be greater than 40 mm and must not result from quilting, normal surface settlement or an unsuitable bed base.

We may ask for photographs or a short video showing the measurement.

The 40 mm threshold applies to this written warranty only. A mattress that does not meet this threshold may still have rights under the Consumer Guarantees Act, depending on the circumstances.

How do I make a claim?

Please contact sales@tsbliving.co.nz and provide as much of the following information as is reasonably available:

If any requested information is unavailable, please let us know. The absence of one particular document or photograph will not automatically invalidate a claim, although we require enough information to confirm the purchase and reasonably assess the problem.

Please keep the mattress clean and hygienic during the claim process. Do not dispose of it unless TSB Living has confirmed in writing that you may do so.

What happens after I submit a claim?

TSB Living will review the information provided and may request reasonable additional photographs, videos, measurements or an inspection.

If a claim is accepted under this written warranty, TSB Living may:

• Repair the mattress or affected component;
• Replace the affected component;
• Replace the mattress; or
• Provide a reasonably comparable replacement if the original model is unavailable.

Any repair or replacement remains covered for the balance of the original written warranty period. This does not limit any statutory rights applying to the repaired or replacement product.

Your rights under the Consumer Guarantees Act

The remedy selected by TSB Living under this written warranty does not limit any remedy available under the Consumer Guarantees Act.

Where a problem covered by the CGA can be remedied, TSB Living may choose an appropriate remedy, such as a repair, replacement or refund.

If the problem is a failure of substantial character, or if it is not remedied within a reasonable time, the customer may have the right under the CGA to reject the product and choose a refund or replacement.

Nothing in this warranty excludes, restricts or modifies any statutory right that cannot lawfully be excluded.